Our performance
Regulatory Grades: C1 / G1 / V1
Sparrow has achieved the highest grades for consumer standards, governance and financial viability. This means we meet the Regulator of Social Housing's requirements, manage risk responsibly, and treat customers with fairness and respect – maintaining safety and using feedback to improve our services.
So, how are we doing?
We'll be open about our progress as Sparrow begins its journey. Here you’ll find performance data from Quarter 1 (January - March 2026), showing where we are.
This is just the start. Our 2025–27 strategy is about building strong foundations – creating a well-run business now, ready to grow tomorrow. And we’ll shape that future by listening, learning, and improving with our customers.
Shared spaces
We'll make sure your home is safe and your communal areas are well-maintained. Here's how we performed in Q1:
100% of communal emergency repairs completed on time
86% of communal routine repairs completed on time
100% of Fire Risk Assessments completed
100% compliance with statutory safety checks
Tenancy
We'll give you helpful information so you can manage your home how you like. Here's how we performed in Q1:
7 customers who have staircased (brought more shares)
46 customers who have sold their home (resale)
28% of customers signed up to our online portal
2,954 shared owners with Sparrow - and counting
Neighbourhood
We'll be a responsible landlord and partner in your community. Here's how we performed in Q1:
0 open anti-social behaviour cases
0 anti-social behaviour cases resolved
100% of estates inspected
98% of homes with A or B EPC rating
Empowerment
We'll listen to you, act on your feedback, and involve you in decisions. Here's how we performed in Q1:
94% of customer calls answered
14 formal complaints received (Stage 1)
3 complaint escalated to Stage 2
597 customer feedback surveys completed
Tenant Satisfaction Measures (TSMs)
Between September and November 2025, an independent research agency surveyed 513 Sparrow shared owners - around 17% of our customer base - about their home and the service they receive. This was our first full Tenant Satisfaction Measures (TSM) survey as a standalone organisation.
Overall, 63% reported a neutral or positive experience.
Within that, 37.5% said they are satisfied - a clear view of where we are today and where we need to improve. A further 25.5% felt neutral, pointing to customers who haven’t yet had enough experience of Sparrow to form a clear view.
TSMs bring together two perspectives:
Customer feedback — how owners experience us day to day
Operational performance — our performance against regulatory compliance and timescales
Both matter. Strong operational performance doesn’t yet always translate into a strong customer experience and understanding that gap is key to what we improve next.
What 513 shared owners told us (September – November 2025)
Overall satisfaction (based on respondents expressing a view)
37.5% satisfied
25.5% neutral
37.1% dissatisfied
Satisfaction with areas (highest to lowest)
Provides a home that is safe: 65.9%
Kept informed about things that matter: 54.6%
Treated fairly & with respect: 47.2%
Keeps communal areas clean and well-maintained: 30.9%
Handling anti-social behaviour: 26.5%
Listens to views and acts upon them: 23.8%
Positive neighbourhood contribution: 23.5%
Approach to complaint handling: 15.7%
What Sparrow delivered in 2025–26
Number of Stage 1 complaints received (per 1,000 homes): 23.4
Number of Stage 2 complaints received (per 1,000 homes): 11.9
Complaints handled within Code timescales (Stage 1): 94.2%
Complaints handled within Code timescales (Stage 2): 94.3%
Anti-social behaviour cases (per 1,000 homes): 1
Number of anti-social behaviour cases that involve hate incidents (per 1,000 homes): 0
Gas safety checks completed: 100%
Fire safety checks completed: 99.7%
Water safety checks completed: 100%
Asbestos safety checks: not applicable
Lift safety checks completed: 89.7%
Emergency repairs completed on time: 100%
Routine repairs completed on time: 86%
Looking ahead
Because Sparrow is new, this is just the beginning. We're putting the right systems and people in place so that performance data is reliable, transparent, and useful to you.
As we grow, we'll share more regular updates and highlight where we're improving - and where we need to do better.
